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Our professional standards

Working to excellent clinical standards is our highest priority. Asking our clients what their experience has been is essential for improving our services, so we encourage all our clients to complete a client feedback questionnaire at the end of their therapy.

Standards in counselling & psychotherapy

About 54% of clients return the questionnaire, and last year our therapy services received an 85% satisfaction rating. However, we are currently developing our clinical audit to help us identify how we can improve further.

Clinical governance

Clinical governance is a set of procedures and policies which ensures that our therapists work to best practice standards. Our comprehensive system of clinical supervision supports these standards. Our policies have been developed to ensure equality of opportunity, confidentiality and privacy, as well as the safety of our clients.

We are an organisational member of the British Association of Psychotherapy and Counselling (BACP) and our clinical services are accredited by BACP. We are also an organisational member of the United Kingdom Council for Psychotherapy (UKCP) and the British Psychoanalytic Council (BPC). We abide by the ethics of these organisations and those of the Foundation for Psychotherapy and Counselling (FPC).

Our Equality and Diversity Statement and Policy have been developed so that we work to the best of our ability in ensuring fair treatment for all. Read our Statement and Policy.

Client satisfaction

As we aim to provide the highest quality of service at all times, we take any complaints very seriously. If you feel unhappy with any aspect of our service, we encourage you to speak to your therapist in the first instance. Psychotherapeutic work is essentially a conversation and any concerns you have should be part of that conversation.

If you remain dissatisfied, please contact the Duty Manager or Clinical Services Manager to report your concern and to discuss making a formal complaint.